"We want to hear your problems and fix them": A case study of pandemic support calls for home health aides.

Home health aides and home care agencies, who operate in a high work stress environment under normal conditions, were placed under extraordinary demands during the COVID-19 pandemic. In this paper, we examine the unfolding effort at one agency in New York City to offer phone-based support calls to aides. We used a qualitative, single case study design involving semi-structured interviews with call staff and agency leaders (n = 9) and analysis of one year of thematic notes from the calls. We found that the calls resulted in multidirectional communication between agency staff and aides, an increased sense of empathy among staff, and a greater integration of aides into the agency's overall infrastructure. We explore how these calls might contribute to aide retention, worker voice, and mental health. We note the facilitators and barriers to implementing this type of job-based support to help other agencies that may be considering similar models.

Caring callers: the impact of the telephone reassurance program on homebound older adults during COVID-19.

During the COVID-19 pandemic, older adults experienced great levels of social isolation and feelings of loneliness. We developed a telephone reassurance program, Caring Callers, to provide a weekly phone call to socially isolated older adults. Dyads were created which comprised of a Senior Companion volunteer and a homebound older adult. Using a mixed methods approach, we examined the program's impact on homebound older adults. The participants were satisfied with the program and showed a significant increase in overall health. They discussed social and emotional benefits of the program and other benefits that they gained from community resources. Due to the vulnerability of the participants, this telephone-based intervention seemed feasible without technological barriers. It is critical that aging service providers recognize the resourcefulness and relatability of older adult volunteers and utilize them to continue to support socially isolated older adults during an unprecedented event affecting people's isolation.